ITIL 4 Foundation

Overview:

Introduction:

This program is designed to prepare participants for the certification exam only.

This training program is designed to introduce participants to the ITIL® 4 framework, providing a comprehensive understanding of IT service management principles and practices.

Program Objectives:

By the end of this program, participants will be able to:

• Understand the key concepts and terminology of ITIL® 4.

• Explain the five core components of the ITIL® 4 service management framework.

• Apply ITIL® 4 practices for enhancing service management efficiency and effectiveness.

• Prepare effectively for the ITIL® 4 Foundation certification exam.

• Identify opportunities for implementing ITIL® 4 principles within their organizations.

Targeted Audience:

• IT Professionals.

• Service Desk Managers.

• IT Managers and Directors.

• Business Owners interested in IT service management.

Program Outline:

Unit 1:

Introduction to ITIL® 4:

• Overview of ITIL® 4 and its evolution from previous versions.

• Key concepts and principles of IT service management (ITSM).

• The four dimensions of service management.

• ITIL® 4 service value system (SVS) overview.

• Case studies demonstrating ITIL® 4 adoption and benefits.

Unit 2:

The Four Dimensions of Service Management:

• Organization and people.

• Information and technology.

• Partners and suppliers.

• Value streams and processes.

• Integrating the four dimensions for effective service management.

Unit 3:

The ITIL® 4 Service Value System (SVS):

• Overview of the ITIL® 4 SVS components.

• Service value chain activities and their purpose.

• Governance and continual improvement practices.

• Service value streams for delivering value to customers.

• Steps for Implementing ITIL® 4 SVS in diverse organizational contexts.

Unit 4:

ITIL® 4 Service Management Practices:

• Overview of ITIL® 4 service management practices (General Management, Service Management, and Technical Management).

• Applying key practices such as incident management, problem management, and change control.

• Aligning service management practices with business goals and objectives.

• Case studies illustrating successful implementation of ITIL® 4 practices.

Unit 5:

ITIL® 4 Certification Preparation:

• Overview of the ITIL® 4 Foundation certification exam structure and format.

• Effective exam preparation strategies and resources.

• Tips for exam day and managing exam anxiety.

Note: This program is designed to prepare participants for the certification exam only.